New Participant

Answered

All my scans saved in Adobe Scan have disappeared

Forum|Forum|5 years ago
September 11, 2020
9 replies
22434 views

I had a lot of scans taken and saved in Adobe Scan but today when i went to Adobe Scan all my previous scans were not showing there, i don't know whether they have been deleted or not. annd when I opened my Adobe Scan app it is showing the error message we're experiencing some issues on the server at this time. Please try again later. So will I get my previous scans back? If yes, then when? And how cani fix this issue or when will this issue be fixed by Adobe. Here are the screenshots.

Correct answer Ananjan5FB7

Thanks everyone, but I fixed it, I just had to reinstall the app.

H

hun33081936pbzx

Participating Frequently

Hello my files are visible in document cloud on my computer ("your documents > acrobat files > adone scan") and NOT in my adobe scan app in my phone. How can I bring my files back to the Adobe Scan app in my phone again? Both the adobe scan app on my phone and the document cloud on my computer use the same user id.

S_S

Community Manager

Hi @hun33081936pbzx,

Hope you are doing well. Sorry for the trouble.

Would you mind sharing screenshots of what you see on both the desktop app and on the your phone for me to share it with the team.

This helps us investigate the topic further.

-Souvik

H

hun33081936pbzx

Participating Frequently

Hello @S. S

Thank you for the reply. Please find the screenshots attached.

C

Celine33101882q88v

New Participant

I have a major problem, years of scans suddenly disappeared from my Adobe Scan mobile and also from Adobe Cloud. There was recently a new scheme to use a Business account and a personal account. But all my scans have disappeared! There is nothing in the deleted folder. Where are my files? Please help!

M

Marwa32045134aq63

New Participant

I have the same issue! Months worth of research for my MA dissertation which is due in a week! I can not travel again to scan these documents which have just vanished!!! they were there this morning then suddenly gone. Please HELP!

S_S

Community Manager

Hi @Marwa32045134aq63,

Would you mind sharing the information asked above for better understanding and assistance?

-Souvik

S

Stephie32945883bsif

New Participant

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?

Yes, I have.

2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

Scan iOS

3. Are all the scanned files missing, or only some files?

All

4. When did the issue start? Any details about any actions taken then?

Just noticed it today: 10/16/23 when I went into the app.

5. Scan app build version, device model, and OS version.

23.01.24; iPad Pro, iPadOS 16.6.1

N

Noelle308154695es6

New Participant

Hello I have the exact same problem and I would urgently need a solution for it what can I do I tried every method that was mentioned below but nothing works

ZoeyFarmGirl

New Participant

I have the exact same issue. I've scanned files for years and now they're all gone - but they were there the last time I checked! Please help these were really important files!!!

ZoeyFarmGirl

New Participant

@S. S - Forgot to tag.

W

wu30581630o2ql

Participating Frequently

I have same bug, I have been scan many files yesterday, but now I open my app files are all disappeared.

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?

Yes, and I really sure I use this account for scan only!
2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

iOS
3. Are all the scanned files missing, or only some files?

All the scanned files missing.
4. When did the issue start? Any details about any actions taken then?

Today, I just scan files and open app today, then I found my files are all missing.

Yesterday I have opened the app and the files are alive, but today they are missing.
5. Scan app build version, device model, and OS version.

app version is 23.06.06

device model is iPhone 11

OS version is iOS 16.1.1

Hope the issue can fix.

S_S

Community Manager

Hi @wu30581630o2ql,

Sorry for your experience with Adobe Scan.

Can you check to log in here: https://acrobat.adobe.com/link/documents/ in the Adobe Scan folder if the files are there?

Look forward to hearing from you.

-Souvi

W

wu30581630o2ql

Participating Frequently

Hi @S. S

Thank you for the answer, and I check the link I saw an empty folder and the folder's modify time is today, but I do not modify anything, I just open the app to take the files I scanned yesterday.

Thanks.

habonaama

New Participant

Important docues. Ffffuk adobe ..

I miss small companies ... buy the way i am happily using ur apps for free . Fk u again .

S

Shedrick5CA0

New Participant

How do I reinstall the app. Won't this delete my data?

Ria Tagra

Inspiring

Hi @Shedrick5CA0 ,

Thank you for posting your query here. Could you help me with few details to understand your issue better?

Have you deleted it from your device or from the application?
Application version?

Make sure you sign in with the same email address which you used earlier to save scans. Try all the possible Adobe accounts you have.

Adobe Scan saves the documents as PDF in the Adobe Document Cloud. You may check your saved files over here, Open the link Adobe Document Cloud.

If you are not uploading the files to Adobe Document Cloud or saving it to any other location, then the files will be deleted permanently.

It is not possible to retrieve the files once deleted directly from the application.

I would suggest you always save a copy of the file to some other location or you can upload the files to Document Cloud.

If the files were saved within the application, they are by default uploaded to Document Cloud.

Open Document Cloud and sign in with your Adobe ID and the password.
Then go to Files > Document Cloud > Adobe Scan folder.
Here you will see the Adobe Scan folder. Please look for your files here.

Let me know how it works at your end. If you have any further queries please feel free to reach.

Regards

Ria

S_S

Community Manager

March 27th 2023: A similar but slightly different problem. Used my app (im a subscriber) App says login. Do so: it states that I am not a subscriber, but have a free account, in the midst of scanning. It gives me a notification when i reach the 25 page limit. I am puzzled and login with another account. I lose my data on the first account (apparently). Not optimal. Login with my first account. Now, i am not sure whether I lost something (I think I did but given the amount of scans it can take quite a while to find out. What is weird, however, is that I cant find the recent scans AT ALL on my internet cloud, but can find them, and ONLY them ( 2 scans) on my app. Somehow it has not uploaded the recent scans.

Please help.

@sebastian24100677vjr3,

Sorry about your experience.

From the description, it seems that the files were not saved to the cloud when you logged out of the application, so they were not available when you checked the online portal.

The other scenario could be that you were signed in with a different account on the Online portal rather than the one which contains the scan.

Look forward to hearing from you.

-Souvik

Meenakshi Negi

Community Manager

Hi Ananjan,

Sorry for the delay in response.

Thank you for reaching out and sharing the update on the issue.

Glad to know the issue is already resolved.

Let us know if we can be of any help.

Thanks,

Meenakshi

T

Tahnee313281535yh0

New Participant

All my scans are missing years worth what do I do? It's urgent I get them back please help me thanks

tahnee

A

Ananjan5FB7AuthorCorrect answer

New Participant

Thanks everyone, but I fixed it, I just had to reinstall the app.

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